General Manager

Job Summary

Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring that guest satisfaction and product quality standards are met. Manage all areas of the hotel in accordance with brand standards, to achieve a friendly atmosphere of superior guest service and product quality. Provide a professional image at all times through appearance and dress. Provide exemplary performance standards for staff to follow. Lead by example, perform other duties as required by company / brand.

Qualifications

• Prior Hotel General Manager experience preferred with Marriott hotels
• Brand Experience would be helpful

Essential Job Functions

Guest Relations

Ø Be readily available/approachable for all guests.

Ø Ensure that departments achieve or exceed guest’s service expectations.

Ø Become involved in appropriate community and/or government affairs.

Ø In all situations, provide exceptional customer service to all guests. Offer proactive and professional solutions when dealing with guest concerns. Extend professionalism and courtesy to guests at all times.

Ø Maximize guest survey scores from surveys solicited by brands and / or other online forums such as TripAdvisor.com, google.com, etc.

Associate Team: Guest Services/Maintenance/Housekeeping/FoodService/Departments

• Ø Promote teamwork and individual morale, seek suggestions from the team members.
• Ø Lead by example, demonstrating knowledge, self-confidence, energy and enthusiasm.
• Ø Motivate and encourage staff to solve guest and associate-related concerns.
• Ø Promote and recognize good team performance and individual morale on a regular basis through recognition programs.
• Ø Communicate and assist departments and individuals in meeting and exceeding
• professional goals.
• Ø Develop cross training opportunities throughout the hotel, and within the brand. Provide
• service training on a quarterly basis, utilizing local classes, trainers, and other corporate trainings.
• Ø Know, understand, and satisfy the needs of the property owners, the management
• company, associates, and guests, bearing in mind that these needs are subject to
• change.

Human Resources

• Ø Conduct performance evaluations and semi-annual one-on-one reviews with all
• employees, including department heads and supervisors.
• Ø Maintain proper and confidential associate files, i.e. personnel files, medical files,
• investigative files etc.
• Ø Aggressively reduce the number of accidents and minimize workers compensation and unemployment claims and resulting costs.
• Ø Possess and utilize excellent time management skills.
• Ø Thoroughly understand and implement the Corporate and Brand service culture.
• Ø Ensure orientations for new team members are thorough and completed in a timely fashion. Ensure associates understand all of company incentives, to which they may be entitled.

Financial

• Ø Achieve and excel budgeted revenue and profit goals, balancing cost with guest satisfaction.
• Ø Maximize revenue through the Yield Management and inventory control systems.
• Ø Develop annual budget and capital expenditure plans.
• Ø Utilize budgets to teach other department head and and managers to understand company financial objectives.
• Ø Oversee all accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures.

Sales and Marketing

Ø Implement and encourage hotel participation in corporate national sales and marketing programs.

Ø Keep current on local market conditions and communicate current conditions to team supervisors and corporate management.

Ø Daily: monitor and maintain social media presence and communications

Ø Review brand/corporate inventory controls and selling strategies daily.

Ø Continually solicit new business for the hotel e.g.. Networking during breakfast and social hours to assist in uncovering new business leads.

Ø Monitor group block and direct bill processes.

Ø Develop and communicate selling strategies, utilizing brand/corporate inventory control, reports and other forecasting tools. Review these tools weekly with Sales Manager, if applicable.

Operations

• Ø Perform hands-on duties as needed, to deliver proper guest services.
• Ø Provide a safe working environment and ensure accident prevention programs are
• taught and maintained.
• Ø Audit regularly to ensure guest rooms, public spaces, grounds, work and kitchen area meet sanitation and cleanliness standards.
• Ø Coordinate preventive maintenance and general cleanliness programs, so that assets are well maintained, and guest satisfaction goals are achieved.
• Ø Become certified in food handling within 60 days of assignment by approved health department/brand trainer.
• Ø Analyze and implement actions and procedures that use brand / corporate
• recommendations for business success.
• Ø Attend all regional /brand training seminars as deemed helpful to business success.
• Ø Coordinate brand/corporate recommended and required room care programs (including sanitizing initiatives). Identify trends and convey suggestions, to make
• recommendations for improvements.
• Ø Audit a minimum of 15 rooms/suites per week, identify displeasers and ensure general procedures and results meet or exceed standards.
• Ø Assist and teach team supervisors in scheduling efficiency, to coordinate guest and hours per occupied room goals. Be aware of potential need times throughout the week.
• Ø Ensure cross – training of all associates.
• Ø Maximize Quality Assurance (“QA”) Audit scores.

Administrative

Ø Ensure property hiring practices comply with I-9, ADA and EEO requirements and strive for a culturally diverse workplace.

Ø Interview and select potential new hires.

Ø Promote both Guarantee of Fair Treatment and Open-Door policies

Ø Use constructive coaching and counseling, when addressing associates’ concerns

Ø Maintain current licenses and permits as prescribed by local, state, and federal agencies.

Ø Have working knowledge of all corporate brand manuals and procedures.

Ø Scheduling of management team must include coverage of weekend and evening hours.

Ø Pursue continuous personal development.

Ø Carry out all reasonable requests, which you are capable of performing.

Ø Understand and implement brand-specific inventory control portal and daily selling strategies.

Ø Ensure hotel maintains compliance with all federal, state and local laws, tax laws,

including exemption criteria, OSHA, EEOC, Wage Hour and Health laws

Ø Practice and always enforce safety standards.

Ø Prompt and regular attendance is imperative. Work hour flexibility and/or overtime is imperative when needed.

Ø The hotel operates 7 days a week, 24 hours a day, 365 days a year. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work. Overtime may be necessary.

Ø Act as a team leader and team player with all levels of staff. Lead by example.

Additional Responsibilities

Ø Current and valid driver’s license is required.

Ø Overnight travel may be required as necessary.

Ø Professional behavior and appearance are both necessary and required on a daily basis.

Ø Participation in all mandatory job training and meeting is necessary and required.

Ø Adherence to property policies and procedures, compliance with the Employee

Handbook, and/or other property documents is necessary and required.

Ø Immediate response to and / or report of any suspicious activities, threats, robberies, injuries, etc. by guests, associates or other to the proper authorities is necessary and required, as appropriate.

Ø Execute any other duties as assigned by supervisor.

Benefits: Vision, dental, PTO, Bonus

This company is an equal opportunity employer.

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